Returns & cancellations
Because every piece is cast to order, returns work a little differently here. The short version is below; the detail follows.
- Issued
- Accra, Ghana
- Stock items
- 14 days
- Bespoke
- Final sale
- On arrival
- 48 hours
The short version
- Stock items — return within 14 days of delivery, in original condition and crating, for a refund.
- Cast-to-measure worktops and bespoke colours are made for you and cannot be returned.
- Damaged or faulty on arrival — tell us within 48 hours and we put it right at our cost.
What can and cannot come back
Returnable: undamaged stock pieces — planters and stock-size vessels — still sealed and unused, with their original crating.
Not returnable: worktops and sinks cut or cast to your measurements, pieces in a colour mixed to your specification, and any piece that has been installed, used or re-sealed. This does not affect your rights if a piece is faulty.
Starting a return
Email hello@askdengh.com within 14 days of delivery with your order number and a line on why it is coming back. We will confirm the return and how to get it to us before you send anything.
Getting it back to us
Repack the piece in its original crating — concrete travels badly without it. Within Accra we can arrange collection for a fee; outside Accra you arrange and cover return transit. Pieces that arrive back damaged because they were poorly packed may not be fully refunded.
Refunds
Once we have the piece back and checked it, we refund to your original Paystack payment within 5–10 working days. The original delivery charge is refunded only where the piece was faulty or not as described; return transit is not refunded on a change-of-mind return.
Damaged or faulty on arrival
Inspect the piece before you move or install it. If it is chipped, cracked or wrong, photograph it in place and email us within 48 hours of delivery. We will repair, replace or refund it and cover all transit both ways.
Fine surface crazing, small air pockets and slight colour variation are characteristics of cast concrete, not damage — see Terms of sale, section 6.
Cancelling before dispatch
- Before we have started the pour — full refund, no charge.
- After casting has begun — we refund the balance less the cost of materials and work already committed.
- Once a piece has shipped, the returns rules above apply.
Questions
Anything unclear, ask before you order: hello@askdengh.com. You can check where an order is from your account.